After all, customers want to be heard.

After all, customers want to be heard.

The best part about customer service is to listen to the customer. If he/she complains, take it positively, because most customers will not even bother to complain. “Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk...
If you can’t measure it, you can’t manage it

If you can’t measure it, you can’t manage it

Anything that cannot be measured cannot be managed. Be it Sales, marketing, revenues, expenses etc. The same holds good for Customer Experience too. We tend to normally think that customer experience is too intangible to be measured. But there are really good ways of...
Best techniques to get more reviews

Best techniques to get more reviews

Reviews are an essential part of any business. Whether you are selling a product or you have a service to offer, you should surely take the reviews from your customers. Even if your business is doing well, you should take the reviews from your customers. It will not...
Is negative feedback good for business?

Is negative feedback good for business?

We are normally tuned to quotes like ‘ Listen to your customers’ and ‘Customer is always right’. That’s why most businesses try to implement methods to capture customer feedback at various touchpoints. The customer-facing staff is tasked with delighting the...
Your customer feedback scores are wrong.

Your customer feedback scores are wrong.

Most brands have started adopting mechanisms to capture customer feedback, either in the form of customer feedback forms or smiley kiosks. Especially franchised brands have adopted it vigorously because their brand value depends on the quality of customer experience...